Return & Refund Policy
Last Updated: October 27, 2026

Shop with confidence at YankunCrystal. This policy applies to both retail customer orders and global B2B wholesale bulk orders. Different terms apply to each order type. Please carefully read the section relevant to your order. By placing an order, you acknowledge, understand, and agree to be bound by all terms of this Return & Refund Policy.

Quick Overview
Retail Orders: For end consumers. Voluntary return cooling-off periods vary based on the consumer laws of the buyer’s region. Claims for quality issues are subject to our evidence requirements.
Wholesale Bulk Orders: B2B bulk orders for commercial resale. Trade term: EXW (Incoterms®2020). A 5-business-day inspection and claim window applies. No unconditional satisfaction returns are offered. We only accept claims for our shipping errors, quantity shortages, transit damage, or major manufacturing defects caused by human error. Buyers may not request returns or claims based on personal preference, slow inventory turnover, poor local sales performance, or insufficient expected profit.

Section 1: Retail Orders (Individual End Customers)
This section applies exclusively to small retail orders placed by individual consumers.

Return Application Deadlines by Region (calculated in calendar days starting on the date the parcel is signed for)
⚠️ Important Notice: Quality issues (damaged items upon arrival, product defects, incorrect items shipped) are not subject to the cooling-off periods below. You retain your statutory rights under local consumer protection laws. The cooling-off periods below apply only to voluntary returns where the buyer changes their mind and no longer wants the item.
European Union (France, Germany, Spain, Cyprus): 14-day cooling-off period for voluntary returns (required by EU consumer law)
United Kingdom: 14-day cooling-off period for voluntary returns (UK Distance Selling Regulations)
United States, Canada, Australia, New Zealand, Turkey, Japan, Taiwan of China, South Korea, Malaysia, Singapore, Thailand, UAE, Bahrain, Qatar, Saudi Arabia, Oman: 30-day window to submit voluntary return requests

Return Eligibility Criteria
To qualify for a refund, all of the following conditions must be satisfied:
The item remains brand new and unused, with no dents, scratches, wear, tarnish, plating loss, or modifications such as manual drilling, cutting, gluing, or polishing;
Original jewelry boxes, protective packaging, product certificates, hang cards and labels (if included with your order) must be returned together with the item in full and without missing parts;
Proof of purchase, such as an order screenshot or order confirmation email, must be provided;
All accompanying accessories must be returned, including chains, pendants, ear backs, clasps, cords and other included attachments.

⚠️ Exception 1: Custom personalized items. Voluntary returns are not accepted unless the item has manufacturing defects, transit damage, or we shipped the wrong product. Returns will not be approved for poor fit, dissatisfaction with style, or mismatched expectations due to personal preference.
⚠️ Exception 2: All natural crystals, gemstones and mineral specimens are naturally formed and unique. Natural pits, stone veins, native cracks, internal veils, dark spots, mineral inclusions, uneven cavities inside geodes, small chips on crystal surfaces, minor dimensional tolerances, and variations in colour intensity are inherent features of natural minerals and are not quality defects. Visual differences caused by lighting conditions, ambient light, camera white balance, or colour display variations on mobile and computer screens also do not constitute defects and cannot be used to file quality claims.
⚠️ Exception 3: Consumable products (such as jewelry cleaning solution, polishing paste, maintenance oil, etc.) cannot be returned once opened and used.

Evidence Requirements for Quality Issues
If your item arrives damaged, defective, or incorrect, you must submit a complete, uninterrupted, unedited unboxing video within 48 hours of parcel signature. The video must clearly show the intact outer packaging and shipping label at the start, continuously record the full unpacking process, quantity check of all contents, and close-up shots of the defect. Split, edited or spliced videos will not be accepted.
If you fail to submit a compliant unboxing video within the 48-hour window, we reserve the right to reject the claim and decline recognition of arrival damage. We reserve the right to verify the authenticity and timeline of all submitted videos and photos.

Return Shipping Cost Details
Quality-related issues (factory defects, transit damage, incorrect items shipped by us): YankunCrystal covers return shipping cost and will provide a prepaid return label, subject to prior review and approval after you submit a valid unboxing video and clear photos of the outer package and defective goods.
Non-quality voluntary returns (change of mind, wrong size selected, dislike, natural crystal colour variation, aesthetic mismatch and other personal reasons): The buyer bears all return shipping fees. All destination customs clearance fees, warehousing detention charges, customs duties and inspection fees incurred for international returns are the responsibility of the buyer.

Note: We charge no return processing or restocking fees (restocking fee: $0 USD). ⚠️ Original shipping fees paid for your order will not be refunded for non-quality returns. Even if your original order qualified for free shipping, partial returns may cause the order to no longer meet the free shipping threshold, and the original shipping cost will be deducted from your refund.

Partial Return Rules
If your order contains multiple items, you may request a return for eligible selected items. Refund amounts are calculated only based on the qualified returned goods. Free-shipping eligibility for the order will be recalculated. If the order no longer meets the free shipping threshold after partial return, the original shipping cost will be deducted from your refund.

Gift Orders
This return policy also applies to gift orders. Refunds will be issued back to the original payment account used to place the order and not to the gift recipient.

How to Submit a Return Request
Please email our support team at yankuncrystal@outlook.com. Include your order number, SKU of items to return, quantity, and return reason. For damage or wrong-item claims, attach the full unboxing video and clear photos of the goods and outer packaging.
Our support team will review your request within 24–48 business hours. Once approved, we will issue a Return Merchandise Authorization (RMA) number together with detailed return instructions. The RMA number must be clearly marked on the outside of your return parcel.
⚠️ Important: Do NOT send items back before receiving RMA approval and return instructions from our support team. Return parcels sent without prior RMA authorization and without an RMA number marked on the package may be refused by our warehouse. Such parcels will not be inspected or refunded, and all resulting losses shall be borne by the sender.

Risk of Return Shipment
The sender bears all risk of loss, damage or customs detention during transit of the return shipment until the parcel is received and inspected by our warehouse. When filing a damage claim, do not discard the damaged goods, inner packaging, outer carton or any supporting evidence. Early disposal of goods or packaging will lead to rejection of your claim.

Refund Timeline
After our warehouse receives the returned parcel, physical inspection will be completed within 2–3 business days. Once inspection is passed and the return request is approved, the refund will be processed and returned to your original payment account. Refunds generally take 5–10 business days to show in your account. Actual display time depends on your card issuer and payment provider. Delays imposed by payment service providers are beyond our control.

Section 2: Global B2B Wholesale Bulk Orders
This section applies exclusively to global B2B bulk wholesale orders for commercial resale (resellers, jewelry studios, retail bulk purchasers).

Trade Terms, Risk Allocation and Customs Responsibilities
Trade Term: EXW (Ex Works), Incoterms®2020. All quoted prices are factory prices only. Quotes exclude international freight, cargo insurance, invoicing taxes, domestic customs brokerage fees, destination import duties, GST/VAT, customs brokerage charges, storage fees, customs fines and any other local administrative charges.
Risk Transfer: Risk of loss, theft, crushing damage or disappearance of goods transfers to the buyer the moment the goods are handed over to the carrier (freight forwarder / courier). We are only responsible for standard reinforced packing. Cargo insurance is not included in the quotation and must be purchased separately by the buyer from the logistics provider.
Customs Compliance Responsibility: The buyer is the legal importer. It is the buyer’s obligation to verify in advance whether natural mineral and crystal products are permitted for import into the destination country and whether special permits are required. If parcels are inspected, detained, seized, destroyed, returned or fined by customs, all resulting losses, demurrage fees, legal fees and clearance costs shall be borne solely by the buyer. We assume no joint liability and have no obligation to assist with customs clearance.
Limitation of Liability: Our total aggregate liability for any claim related to an order shall not exceed the total amount actually paid by the buyer for that order. Under no circumstances shall we be liable for indirect or consequential losses, including but not limited to lost profits, breach of downstream contracts, customer churn, reputational harm, production downtime, and losses from secondary processing.
Force Majeure: We shall not be liable for delayed delivery, non-delivery or failure to perform obligations caused by events beyond our reasonable control, including natural disasters, earthquakes, floods, pandemics, war, trade sanctions, government orders, changes in customs policy, flight cancellations, large-scale logistics suspension, and factory production shutdowns or restrictions.

Important Reminder
Wholesale orders carry a 5-business-day inspection and claim window. No satisfaction guarantee or unconditional returns are offered. We only accept claims for wrong items shipped, shortage of goods, transit damage, or major manufacturing defects. Wholesale buyers do not have the right to return goods freely due to personal preference, slow-moving inventory, poor local market conditions, or low sales expectations.

Claim Timeframe
Buyers must submit a complete claim application, supporting clear photos, and a full uninterrupted unboxing video within 5 business days from the date of parcel signature (business days, excluding weekends and public holidays). Claims submitted after this deadline will not be accepted.

Claim Scenarios We Accept Only
Claims will be considered only when all evidence requirements are met and the issue falls into one of the categories below:
Our warehouse error resulting in wrong items or wrong specifications shipped;
The actual received quantity is less than the quantity stated on the packing list;
Structural breakage directly caused during international transit that renders the goods unsellable;
Major human-caused manufacturing defects verified by our team (excluding natural inherent features).

After validation, available resolutions may include replacement, store credit, or partial proportional refund. The final resolution is subject to our review decision.

Natural Stone Disclaimer (Detailed Version)
All natural crystals, crystal clusters, mineral specimens and gemstone beads are formed by geological processes. Every piece is unique; no two pieces are identical.
Natural pits, etched cavities, stone veins, native cracks, internal veils, dark spots, associated mineral inclusions, concave crystal surfaces, uneven holes, small edge chips, minor asymmetry after polishing, slight dimensional variation, uneven colour shades, and residual natural matrix are inherent characteristics of natural minerals. These are not quality defects and cannot be grounds for claims, exchanges or returns.
In addition, visual differences caused by lighting, flash photography, indoor and outdoor light variation, camera angles, and monitor colour display differences are not product defects. By placing an order, the buyer acknowledges and accepts that natural minerals carry such normal variations.

Circumstances Where Claims & Returns Are Not Accepted
We reserve the right to reject claims and return requests under any of the following circumstances:
Subjective reasons including buyer’s change of mind, slow inventory turnover, poor local sales, customer dissatisfaction, or insufficient expected profit;
Custom orders, pre-allocated bulk goods, live-stream wholesale lots, clearance discounted items, promotional final-sale goods (sold as final, non-returnable);
Scratches, contamination or impact damage occurring after delivery due to humid storage conditions, rough handling, improper unpacking or poor storage by the buyer;
Bulk goods that have been sorted, repackaged, re-polished, cut, drilled, strung, set, or resold;
Inadequate supporting evidence: missing continuous full unboxing video, edited video segments, or blurry photos that cannot verify damage locations;
Claims submitted after the 5-business-day claim window;
Damage or features falling within the scope of normal natural characteristics.

Mandatory Rules for Wholesale Claims & Returns
RMA Requirement: Before returning any goods, you must apply for written Return Merchandise Authorization (RMA) from our customer service and obtain a unique RMA number. Parcels returned without a valid RMA number will be refused by our warehouse. All round-trip shipping and customs costs will be charged to the buyer.
Goods Condition Requirement: Returned items must remain intact, unprocessed and unused. Original outer cartons, foam, inner packaging, labels and packing lists must stay intact with no new artificial damage or contamination.
Evidence Rule for All Wholesale Claims: Every wholesale claim requires a full uninterrupted unboxing video. The video must start with the intact outer carton and continuously record unpacking, quantity counting, product inspection and close-ups of defects. Edited clips, screenshots or videos shot after unpacking will not be recognized.
Return Cost Agreement: Returns based purely on natural variations are not accepted. If returns are approved by our written mutual agreement, the buyer bears all return shipping fees, cross-border import and export duties, customs inspection fees and demurrage charges. We will also charge a restocking inspection and handling fee of 15%–25% of the goods value; the exact rate will be advised by our customer service.

Wholesale Claim & Return Process
Within the 5-business-day claim window after receipt, contact our customer service and submit: order number, full unboxing video, clear photos of goods and outer packaging, and a written description of the issue.
Our team will review the materials within 3 business days and notify you of the review result.
If the claim is approved, we will issue an official RMA number and designated return shipping address.
After receiving RMA approval, the buyer must ship the returned goods to the designated address within 3 business days.
Once our warehouse receives and inspects the returned items, we will process the refund or store credit within 7–14 business days.

General Final Terms
YankunCrystal reserves the right to update and revise this Return & Refund Policy at any time. The latest version published on our official website shall prevail. Any signed written sales agreement separately executed by both parties shall take precedence over this website policy.
This policy is governed by the laws of the People’s Republic of China. Any dispute arising from an order shall first be settled through friendly negotiation. If negotiation fails, disputes shall be submitted to the people’s court located at our place of business.

Contact Information
Support Email: yankuncrystal@outlook.com

Official WhatsApp:+8613336934413